Category Archives: Knowledge Process Outsourcing & Analytics

TCS, Accenture and Tech Mahindra take the Top Spots for Telecom Operations Services

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HfS releases the first Blueprint into Telecom Operations Services, led by Principal Analyst Pareekh Jain

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Accenture, Cognizant, Wipro and Infosys are the marketing and digital customer experience services front runners

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HfS unveils the first industry Blueprint that looks at Marketing Operations and Digital Customer Experience Management Services

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The three dirtiest phrases in services

Suffering Succotash

Here are three phrases that are today’s big no-nos

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Gianni Giacomelli… he lived in Delhi

Gianni Giacomelli is SVP and CMO for Genpact (Click for Bio)

Genpact’s Gianni Giacomelli talks to HfS’ Phil Fersht

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Why we need to stop boring ourselves to death and focus on what really matters: building TRUST

Bored

The biggest disruptive trend on the horizon is TRUST

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The Evolving Maturity of Robotic Process Automation

Charles Sutherland closes out this year's Nasscom BPM Summit in Bangalore

The HfS RPA Maturity Model assesses where an individual service provider sits with regards to the maturity of its RPA strategy

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The Ten Tenets Driving the As-a-Service Economy

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As the As-a-Service Economy continues to emerge and evolve, it is the belief of HfS that the model will follow ten key tenets

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Is your Service Provider genuinely investing in As-a-Service Capabilities?

Mickey_As-a-Service

How can we be sure service providers are making the financial commitments needed to be effective in the emerging As-a-Service Economy?

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Why some service providers are grimly clinging onto the labor-arbitrage model

Hanging-on-for-dear-life

A new breed of provider has to emerge, which can disrupt the legacy labor-based model

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Murphy’s BPO Law

Carole Murphy is Capgemini's Head of BPO Business Transformation

Phil Fersht interviews Carole Murphy, Capgemini’s Head of BPO Business Transformation Services

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Deconstructing your manual BPO activities for the As-a-Service Economy

Charles Sutherland (pictured right) deconstructs BPO with Tom Ivory in a Dallas parking lot

Architecting a BPO solution is not all that different from being a writer of a comedy movie, whether that writer happens to be based in Hollywood, London, Paris or Mumbai.

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How successful do you think you really are?

success-indicator

A truly frightening way to look at yourself…

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More hope less fear, please – Digital is not only changing the way we work, it’s improving it

people-digital

The world of work’s just so much more interesting and rewarding today that it was even five years’ ago

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Cooking up NASSCOM’s $50 billion Bangalore biryani

Charles Sutherland closes out this year's Nasscom BPM Summit in Bangalore

Charles Sutherland shares thoughts on NASSCOM’s ambition to grow Business Process exports from $20 Billion in 2014 to $50 Billion by 2020.

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Cognizant’s CEO Frank D’Souza talks to us about his recent $2.7bn shopping trip

Francisco D'Souza, Cognizant CEO (Click for bio)

We grabbed a few minutes with Cognizant’s CEO, Frank D’Souza, to talk about why his company made this move

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Cognizant makes the biggest bet ever by an Indian services provider. This is a big bloody deal…

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Cognizant has upped the ante; now it’s time for the ambitious providers to open their war-chests

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Shamelessly Shamus: Why Europe is positioned to leapfrog the United States

Shamus Rae is Partner at KPMG and Heads Operational Transformation in Europe

Did you hear the one about the Mamil (middle aged man in lycra), who got off his bike, donned a suit and tie and joined a Big 4 consulting firm to wax lyrical about sourcing strategy?

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Welcome to the era of churn, where 50% of outsourcing contracts are at risk

Provider_Churn_Outsourcing

Clients are genuinely walking away from outsourcing relationships which provide mediocre value

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ISG, Enlighta and KPMG make the Winner’s Circle for Governance Solutions

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Mike Beals talks to HfS readers about his new HfS Blueprint Report, “Shared Services & Outsourcing Governance Solutions”

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How can we re-humanize the enterprise with two-thirds of staff becoming irrelevant, a similar number sick of their employers

Office_Talent

There needs to be a significant mindset change from both employers and their staff to re-humanize the enterprise

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